Field Collections Officers - 11

This is a remote position.

• Manage and maintain an assigned customer portfolio, ensuring timely repayments and minimal delinquency.
  
• Conduct regular visits and follow-ups with customers holding overdue accounts.
  
• Negotiate and agree on repayment plans with defaulting customers, ensuring commitments are documented and tracked.
  
• Initiate loan restructuring processes to align with customer repayment capacity.
  
• Identify new customers and facilitate change of ownership where necessary.
  
• Provide basic technical support to customers, including troubleshooting product issues and escalating unresolved cases to the Technical/Service team.
  
• Maintain accurate and updated records of customer interactions, repayment status, and follow-up actions.
  
• Educate customers on repayment obligations, product usage, and available support options.
  
• Initiate and repossess company products as a last resort for customers unwilling to repay loans, in line with policy.
  
• Identify and escalate high-risk or fraudulent cases to the Collections Supervisor.
  
• Liaise with Sales, Customer Care, and Credit teams to resolve customer concerns that may affect repayment.
  
• Monitor repayment trends within the assigned portfolio and provide insights on portfolio quality.
  
• Achieve monthly collections and recovery targets as set by management.
  

• # of Winbacks
  
• Winback %
  
• Tokens / winback=5
  
• Cash Collections (LCY)
  

Requirements

• Diploma or Degree in Business, Finance, Accounting, Banking, or related field.
  
• Minimum of 1–2 years’ experience in collections, credit management, microfinance, or field operations.
  
• Strong negotiation and conflict resolution skills.
  
• Ability to work independently and meet deadlines under pressure.
  
• Knowledge of the local language(s) and communities within the assigned territory.
  
• Basic computer literacy (MS Office, mobile apps, data entry systems).
  
• Technical aptitude and ability to troubleshoot basic product issues.
  
• A valid driver’s license or motorbike riding permit will be an added advantage.
  
  

Benefits